Bilingual Level 2 IT Support

Job Title/Titre d'emploi

Bilingual Level 2 IT Support

Vacancy No / Numéro de poste vacant VN9753

Company Name/Nom de l'entreprise

Work Location

Montreal, QC

Pay Range / Rémunération

To be discussed during the recruitment process

Pipeline Posting

No

Job Details/Détails du poste

Discover Compugen

Compugen is Canada's largest private technology partner. We believe that to innovate our industries, transform our businesses, connect our communities, and bring about real change, we must think bigger, expand our reach, and act with more boldness. With our expertise, curiosity, and collaborative approach, we help organizations create and deliver thoughtful and memorable digital experiences. For us, that's what it means to leverage technology while staying human-centered.

Helping organizations imagine and realize new possibilities isn't just a slogan for us — it's what guides our everyday work. We fundamentally believe that technology is the conduit, but people are the connection points that make the magic happen!

Our Culture

Our culture prioritizes human well-being and invests in your potential. We are not only dedicated to our business objectives but also to your professional goals.

If you have an insatiable curiosity, a desire to make a difference, and a fundamentally collaborative spirit, you're in the right place.

Role Overview

Be the on-site contact point for all IT issues encountered by VIP office users in Montreal and provide comprehensive and advanced technical support to resolve IT problems, from the simplest to the most complex.

Key Responsibilities

• Provide Level 2 IT support to clients and ensure rapid resolution to minimize service disruptions.
• Collaborate with other IT teams to quickly resolve issues and contribute to the deployment of new technologies.
• Follow up with users and business partners to confirm that their needs have been met and show them how to optimize solutions, processes, and procedures.
• Be proactive in anticipating and mitigating potential issues and identifying root causes to minimize the risk of recurrence.
• Document all incidents in our ITSM (Remedy) incident management system: enter a description, details of each intervention, and the solution adopted.
• Participate in a support community using collaborative tools.
• Help users work more efficiently with new collaborative tools, including Office 365 (Yammer, SharePoint, Teams, etc.), to optimize their efficiency and productivity. Be proactive in innovating and suggesting ways to optimize the use of new technologies.
• Evaluate the potential impacts of deploying new technologies and participate in various complex analyses to identify potential issues related to the financial markets and trading ecosystems. Formulate recommendations to optimize system efficiency and resolve major and minor issues.
• Ensure the integrity of computerized data and system stability.

Skills and Qualifications

• Proven experience in Level 2 IT support
• Excellent ability to prioritize tasks based on their urgency
• Ability to work in a dynamic and demanding environment
• Excellent communication skills and ability to clearly explain concepts
• Excellent leadership qualities
• Excellent proficiency in Microsoft Windows 8.1 and 10
• Excellent proficiency in Office 365 collaborative tools
• Good knowledge of Excel macros and Visual Basic applications
• Good knowledge of Active Directory, Azure AD, SCCM, Exchange, and MS Endpoint Manager (Intune)
• Experience in IT support for financial markets and trading platforms: an asset
• Experience with trading applications (Bloomberg, Reuters, Thomson Products, etc.): an asset

Equity Statement

At Compugen, we are committed to diversity, equity, and inclusion. We actively recruit from all groups, including women, Indigenous peoples, people with disabilities, and visible minorities. We recognize the importance of removing barriers to participation and offering accommodations upon request to all candidates throughout the recruitment process. If you require an accommodation, our HR team representative will work with you to address your needs confidentially and respectfully. We believe that everyone deserves a seat at the table—and we take deliberate measures to make that a reality.